シニアクラブカウンセラー - Shinjuku, 日本 - Hilton Grand Vacations

説明

Job Description 職務内容 シニアクラブカウンセラーは、弊社の企業文化であるおもてなしの心に基づき、下記職務を高い水準にて実行し、当社のビジネスの成功に貢献することを期待されています。

Answer inbound telephone calls from Club/Legacy members with mastery and efficiency to identify customer's needs, clarify information, research every issue, and provide innovative solutions, options and service while documenting interactions in various platforms.

Confirm reservations at Club Resorts, providing comprehensive information about the resort/property, unit and property amenities and mandatory alerts.

Confirms Hotel Reservations with Club Points/Bonus Points/Hilton Honors Points through Hilton Honors as well as Direct Stay program

Initiate outbound telephone calls to Club Members and encourage usage of our program, vacation planning and problem resolution.

Educate on the use of self-service web/mobile app channels and promotes the usage of self-serve tools when applicable.

Transact maintenance fee payments, loan payments and payoffs and Club assessments for members and owners when applicable.

Maintain the highest product expertise with internal customers to include Sales, Direct Marketing, Portfolio Services, Association Services, and other departments when support is required in servicing a member

In addition, Senior Club Counselor will be responsible for fulfilling Team Lead responsibilities when a Team Lead is absent or upon request in low call demand period. Primary Team Lead areas of focus include:

Handling calls elevated by Club Counselors requiring customer service recovery.

Coaching, mentoring and giving one on one feedback for the new Club Counselors.

Giving extra attention to new Club Counselors by offering encouragement and sharing experiences to provide a hospitable transition into Club Japan.

Performing any reasonable request by management that supports the department's mission and goals.

Other duties that were assigned by Club Leadership Team.

Qualifications 募集要項 ヒルトン・グランド・バケーションズは、新しい取り組みや品質、継続的な成長に力を注ぎ、バケーション・オーナーシップ業界の発展をリードしている企業であり、その成功はチームメンバーにより支えられています。その一員としてこの職務に就いていただく方には、下記の資格や経験を応募必須条件として求めております。

Minimum two years of Elite Premier /Club Counselor, or Specialists related to Club Operations

Minimum two years of professional customer service experience preferably in an inbound call center environment

Excellent verbal and written customer communication skills in Japanese

Ability to motivate, coach and inspire others

Computer literacy required with skill to input in English

Must be a detail oriented, self-motivated problem solver with team building and leadership skills.

People management or coaching/mentoring experience.

また、以下の条件をお持ちの方を歓迎いたします。

Three or more years of professional customer service experience in an inbound call center environment

Timeshare, Travel, or Hotel industry background

Job Description 職務内容 シニアクラブカウンセラーは、弊社の企業文化であるおもてなしの心に基づき、下記職務を高い水準にて実行し、当社のビジネスの成功に貢献することを期待されています。

Answer inbound telephone calls from Club/Legacy members with mastery and efficiency to identify customer's needs, clarify information, research every issue, and provide innovative solutions, options and service while documenting interactions in various platforms.

Confirm reservations at Club Resorts, providing comprehensive information about the resort/property, unit and property amenities and mandatory alerts.

Confirms Hotel Reservations with Club Points/Bonus Points/Hilton Honors Points through Hilton Honors as well as Direct Stay program

Initiate outbound telephone calls to Club Members and encourage usage of our program, vacation planning and problem resolution.

Educate on the use of self-service web/mobile app channels and promotes the usage of self-serve tools when applicable.

Transact maintenance fee payments, loan payments and payoffs and Club assessments for members and owners when applicable.

Maintain the highest product expertise with internal customers to include Sales, Direct Marketing, Portfolio Services, Association Services, and other departments when support is required in servicing a member

In addition, Senior Club Counselor will be responsible for fulfilling Team Lead responsibilities when a Team Lead is absent or upon request in low call demand period. Primary Team Lead areas of focus include:

Handling calls elevated by Club Counselors requiring customer service recovery.

Coaching, mentoring and giving one on one feedback for the new Club Counselors.

Giving extra attention to new Club Counselors by offering encouragement and sharing experiences to provide a hospitable transition into Club Japan.

Performing any reasonable request by management that supports the department's mission and goals.

Other duties that were assigned by Club Leadership Team.

Qualifications 募集要項 ヒルトン・グランド・バケーションズは、新しい取り組みや品質、継続的な成長に力を注ぎ、バケーション・オーナーシップ業界の発展をリードしている企業であり、その成功はチームメンバーにより支えられています。その一員としてこの職務に就いていただく方には、下記の資格や経験を応募必須条件として求めております。

Minimum two years of Elite Premier /Club Counselor, or Specialists related to Club Operations

Minimum two years of professional customer service experience preferably in an inbound call center environment

Excellent verbal and written customer communication skills in Japanese

Ability to motivate, coach and inspire others

Computer literacy required with skill to input in English

Must be a detail oriented, self-motivated problem solver with team building and leadership skills.

People management or coaching/mentoring experience.

また、以下の条件をお持ちの方を歓迎いたします。

Three or more years of professional customer service experience in an inbound call center environment

Timeshare, Travel, or Hotel industry background